Do you want to join a busy service desk, providing support to a wealth of businesses and helping to ensure the integrity of the department?
We have an exciting opportunity for an Experienced Support Engineer to join us at our Head Office in Ossett as an integral part of our business.
Reporting to the Service Desk Manager, you will be the point of contact and a representational face of Concorde for end users. As an engineer, you will be responsible for answering support calls, providing remote support via phone & online, dealing with escalations, and acting as a liaison between the customer, service desk, field service, and other support teams. You have a wide technical experience with strong skills in Windows client/server operating systems, Microsoft 365 administration, and Microsoft Office applications including Teams, Outlook, Office, and cloud solutions. This is an opportunity to join a successful company at the right time and be instrumental in guiding and developing technical excellence.
Responsibilities for the role may include:
* Providing remote technical support to the customer user base achieving contractual Service Level Agreements.
* Communicating technical issues to a non-technical audience.
* Professional and knowledgeable communication via telephone & email.
* Incident Management of major incidents.
* Documenting all technical solutions within the Service Desk knowledge base.
* Providing technical support to apprentices and other engineers.
* Recording all incidents/changes within Concorde’s service Desk tool.
* Contributing to delivering a 70% remote resolution target.
* Converting 65% of contacts (phone calls and mails) to events.
* Answering inbound phone calls.
* Making outbound phone calls to customers keeping them informed on a regular basis.
* Reviewing and updating 'known errors' database.
* Incident/change/service requests assignment to appropriate service department.
* End to end ownership of all incident/change/service requests through to closure.
* Providing a positive Service Desk experience.
* Building internal/external relationships through effective methods of communication.
* Identifying and working towards service improvements.
* Assessing, prioritising, and managing workload ensuring contractual obligations are achieved.
* Contributing to delivering team performance to adhere to Group Information Security Policy.
* Monday - Friday day shifts between 8am-6pm with support of our on-call OOH rota.
* Any other tasks required for this role.
Skills, Knowledge and Experience (Essential):
* Around 2+ years’ experience in a similar role and/or qualifications in Microsoft and related products.
* Ability to communicate to both technical and non-technical users via phone call/email/ITSM tool.
* Good understanding of networks.
* Competent with Windows Operating Systems.
* Basic understanding of Active Directory and Exchange.
* Good understanding of Microsoft 365.
* Good troubleshooting experience and end user focused.
* Ability to think logically and troubleshoot issues on cloud, server, and endpoint systems, Windows Client/Server, and Mac operating systems.
* Security and confidentiality are essential to this role.
* Relevant experience providing support in an MSP environment including experience using an ITSM tool and remote-control software.
* Microsoft applications (Office Suite, Teams, etc).
* Printer configuration and setup.
* Antivirus (ESET/Defender).
* Networking support including firewalls/routers/switches.
* Approachable with good interpersonal skills and the ability to interact with people at all levels.
* Eagerness to learn and develop.
* Ability to work independently and as part of a team.
* Driven and resilient with meticulous attention to detail and a high level of accuracy.
* Effective communication (both written and verbal).
* Highly organised with a willingness to work flexibly in response to changing requirements.
* Ability to operate within a team.
* Adhere to group information security policy.
Technical Skills, Knowledge and Experience (Desirable):
* Azure.
* Hyper/VMware Support.
* Active Directory Support.
* MS Exchange Support and Administration.
* Terminal Services Support (MS, Citrix).
* WatchGuard Firewall Support.
* Basic Cisco Routing and Switching Support.
* Basic Understanding of IP routing and switching.
* Understanding of Internet Connectivity (ADSL/SDSL/MPLS).
Benefits Include:
* An industry matching salary plus enhancement for 24/7 Rota.
* Pension Scheme.
* Death in Service Insurance.
* A tailored professional and personal development plan.
* Ongoing training relevant to your position.
* Free financial wellbeing advice.
* Work in attractive office space with plenty of free parking (including EV parking).
* Birthdays off as a paid holiday.
* Referral scheme for bringing superstars to the business.
If you’re seeking an exciting and challenging role where you can use your skills and learn new ones, whilst influencing the success of a growing business, then apply now to discuss your experience and skillset. Please send your CV together with details of salary expectation to: gillian.roberts@tctg.co.uk.
Further information on the Concorde technology group can be found at www.tctg.co.uk.
Concorde Technology Group are an equal opportunities employer and welcome applications from all sectors of the community. No Agencies Please.
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